Tuesday, May 19, 2020

How Incentives Promote Healthy Behaviors in Wellness Programs



Value-Based Care
For the last several years The Centers of Medicare and Medicaid Services have been outspoken regarding the need to address proactively keeping people healthy, instead of waiting until they get sick and require expensive services.  This represents a significant change to the US healthcare system, and is known as value-based care
In value-based care, providers are rewarded for the relative health of their patients, instead of getting paid to treat them when they are ill.  The management of chronic conditions is a key to lowering healthcare costs and improving patient outcomes. 
What’s the Cost?
60% of all Americans have at least one chronic condition, and 40% have two or more. Heart disease, cancer and diabetes are the leading causes of death and disability in the United States. They are also leading drivers of the nation’s $3.3 trillion in annual health care costs.  The CDC estimates that eliminating the three risk factors – poor diet, inactivity, and smoking – would prevent: 80% of heart disease and stroke; 80% of type 2 diabetes; and, 40% of cancer.
The Need for Incentives
The interesting twist is that when asked, US consumers state that they want more incentives for healthy behaviors from their health insurance companies.  In a survey of 2500 consumers conducted by survey firm Survata in 2018, the question was asked: What are the top three (3) services that would help to most improve your current level of satisfaction with your health plan? The results across the entire survey group were clear – the most popular response, with 49%, was “More incentives for healthy behaviors” which was a virtual tie with 49% stating “Tools and information to help me understand my benefits.”
Perhaps the most startling result came from Millennials, 53% of whom want more incentives for healthy behaviors from their health plan, and 44% stated that those incentives are missing and impacting their satisfaction with their health plan.  
How Employers Can Help
Employers can have a fundamental role in impacting health and well-being. In a recent study conducted by Aflac, 61% of employees agree that they have made healthier lifestyle choices because of their company’s wellness program. A comprehensive and holistic wellness program will help employees change their lifestyle and make better choices, resulting in higher productivity and job satisfaction.  In addition the same report finds that Millennials, more than any other group, factor in benefits like health and wellness programs in deciding whether to take or remain in a job.   
Interestingly, among those incentives and programs for healthy behaviors, it has been proven that cash rewards do not have a sustained impact on life habits. IValue-Based Care

For the last several years The Centers of Medicare and Medicaid Services have been outspoken regarding the need to address proactively keeping people healthy, instead of waiting until they get sick and require expensive services.  This represents a significant change to the US healthcare system, and is known as value-based care
In value-based care, providers are rewarded for the relative health of their patients, instead of getting paid to treat them when they are ill.  The management of chronic conditions is a key to lowering healthcare costs and improving patient outcomes. 
What’s the Cost?
60% of all Americans have at least one chronic condition, and 40% have two or more. Heart disease, cancer and diabetes are the leading causes of death and disability in the United States. They are also leading drivers of the nation’s $3.3 trillion in annual health care costs.  The CDC estimates that eliminating the three risk factors – poor diet, inactivity, and smoking – would prevent: 80% of heart disease and stroke; 80% of type 2 diabetes; and, 40% of cancer.
The Need for Incentives
The interesting twist is that when asked, US consumers state that they want more incentives for healthy behaviors from their health insurance companies.  In a survey of 2500 consumers conducted by survey firm Survata in 2018, the question was asked: What are the top three (3) services that would help to most improve your current level of satisfaction with your health plan? The results across the entire survey group were clear – the most popular response, with 49%, was “More incentives for healthy behaviors” which was a virtual tie with 49% stating “Tools and information to help me understand my benefits.”
Perhaps the most startling result came from Millennials, 53% of whom want more incentives for healthy behaviors from their health plan, and 44% stated that those incentives are missing and impacting their satisfaction with their health plan.  
How Employers Can Help
Employers can have a fundamental role in impacting health and well-being. In a recent study conducted by Aflac, 61% of employees agree that they have made healthier lifestyle choices because of their company’s wellness program. A comprehensive and holistic wellness program will help employees change their lifestyle and make better choices, resulting in higher productivity and job satisfaction.  In addition the same report finds that Millennials, more than any other group, factor in benefits like health and wellness programs in deciding whether to take or remain in a job.   
Interestingly, among those incentives and programs for healthy behaviors, it has been proven that cash rewards do not have a sustained impact on life habits. Incentives such as gift cards for healthy habits make a long-lasting difference, helping to contain costs of healthcare, improve overall health outcomes and boost employee engagement all at the. 

Tuesday, May 5, 2020

Great Customer Service Needs Great Employees



We all come across great customer service people when we are shopping or talking to a business in person or on the phone.  They are a real treat to deal with, and breath of fresh air.  They actually make your experience a positive one that reinforces our decision to use that company in the first place.  Unfortunately the opposite is also true. And the result of poor customer service will often be that be we stop doing business with that company.  If you have no choice but to use that company, all you can do is try to be patient, and get through it as quickly as possible, and wait for the right opportunity to move to a different company.  
When you do get to experience that right type of customer service do you ever take the time to ask them if they ever receive some sort of on the spot recognition for their performance?  Because I’ve been in this field for decades, I’ve been asking that question for a long time and by far the answer is usually “no!”  While many say they do get some kind of annual service award or bonus, it is rare for anyone to say that they ever get a spontaneous on the spot recognition award.
Every business wants their customers to have a great experience every time they deal with their company. Large sums are spent on discovering and implementing the best customer experience possible.  Organizations invest millions in building their customer engagement strategies, but rarely invest in the simple day to day things that make those strategies work. If your employees aren’t engaged and happy in their work, they won’t be able to (or won’t want to) provide a fantastic experience for your customers
So here is the challenge to business leaders.  If you want to make significant improvements to customer service, you’ll first need to focus more on engaging your own workforce. It stands to reason that if there is any sort of disconnect between how a company treats employees and how employees are expected to treat customers, there is discontent that will not benefit anyone – company, employee or customer!
Starbucks is well known for its unique and generous employee perks, including health insurance for part-time staff and free tuition for the entire workforce. A customer study in 2014 showed that 87% of the company’s brand affinity is driven by the way they treat employees, so prioritizing the needs of its employees really helps Starbucks to build its brand and increase sales.
You invest millions on developing your customer strategy, hiring and training the right employees and constant communication on your company values. Don’t stop there.  Add committed short term recognition to ensure all of your investment makes your employees want to take care of your customers.